Austin-based Cyara releases next-generation platform to help enterprises validate and monitor AI-driven customer experiences.
The Gist
Unified CX platform.Cyara launches an all-in-one AI-powered CX assurance solution.
AI-driven automation.Platform features include advanced validation, real-time monitoring and no-code testing.
Enterprise impact focus.Global enterprises gain more reliable, scalable and compliant CX operations through automation.
Cyara announced the general availability of its next-generation platform for AI-powered customer experience assurance on July 15. The unified solution integrates AI validation, real-time monitoring and no-code test automation into a single enterprise-grade platform.
According to company officials, the platform aims to help organizations scale AI with confidence, prevent CX breakdowns and deliver consistent customer experiences across voice, digital and AI-powered channels.
AI is rapidly transforming customer experience, with businesses seeking solutions that balance automation with meaningful CX improvements beyond cost-cutting.
Founded in 2006, Cyara has evolved from a CX testing company to an AI-powered CX assurance platform. The company's latest platform addresses a critical market need as AI continues to profoundly impact CX by personalizing customer interactions and enhancing decision-making capabilities.
While AI adoption in customer service is accelerating, according to industry reports, technology alone cannot improve customer experience without strategic process redesign. Companies often focus on operational KPIs rather than starting with customer needs for effortless, personalized experiences.
The rise of agentic AI systems capable of independent decision-making presents both opportunities and risks. These autonomous systems require robust governance procedures and human oversight to prevent harmful customer experiences or financial losses.
For businesses navigating tariff challenges and economic uncertainty, AI can create efficiencies in customer service, content creation and media analysis. Companies that effectively implement AI in CX can enhance customer loyalty and purchase intent through improved service quality while reducing operational costs.
The AI Trust Misuse Module is a critical safeguard for our clients. It enables responsible AI by proactively flagging edge cases and compliance issues and delivering real value across the QA pipeline.
— Sean Rabago, senior service expert/capability lead at Kenway Consulting
Cyara Platform Capabilities
The next-generation platform introduces several new solutions focused on AI validation and productivity.
Capability
Description
Pulse 360
AI-driven monitoring across 360+ carriers in 120+ countries
AI Trust
Testing suite that detects AI hallucinations and brand-damaging behavior
Agent Assist Assurance
Validates real-time AI guidance tools for contact center agents
Cyara Copilot
Agentic AI companion providing contextual guidance within platform
Test Case Designer
No-code visual test automation tool for CX workflows
Intelligent Insights
Converts CX data into actionable intelligence
Cyara’s platform dashboard visualizes test execution metrics, campaign performance, and AI validation outcomes in real time to help ensure CX systems are functioning as intended.
Cyara Background
Cyara, founded in 2006 in Melbourne, Australia, provides automated customer experience (CX) assurance solutions for enterprise contact centers and CX leaders. The company has received private equity investment, including backing from K1 Investment Management.
Platform Capabilities
The company offers a platform for automated testing and monitoring of customer journeys across voice, digital and chatbot channels. Its solutions support interactive voice response (IVR), web, SMS and other customer touchpoints. The platform is designed to help organizations identify and address issues before they affect end users, and to accelerate the development and deployment of CX initiatives.
Market Position
Cyara is positioned in the CX assurance and testing segment, serving large enterprises, business process outsourcers (BPOs) and organizations with complex contact center environments. Typical customers operate in highly regulated or customer-centric sectors such as financial services, telecommunications and healthcare. Industry analysts often cite the company as a notable vendor in the CX testing and assurance market.
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About the Author
Dom Nicastro is editor-in-chief of CMSWire and an award-winning journalist with a passion for technology, customer experience and marketing. With more than 20 years of experience, he has written for various publications, like the Gloucester Daily Times and Boston Magazine. He has a proven track record of delivering high-quality, informative, and engaging content to his readers. Dom works tirelessly to stay up-to-date with the latest trends in the industry to provide readers with accurate, trustworthy information to help them make informed decisions. Connect with Dom Nicastro:
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